Customer Success Content & Enablement Manager
About the role
Customer Success Content & Enablement Manager sits at the intersection of technical writing, internal training, and customer marketing. You will own the end-to-end content ecosystem that drives user adoption, empowers our internal Customer Success (CS) and Sales team, and showcases customer ROI. Your goal is to shorten the customer's "time-to-value" while building a library of powerful customer success stories. This role will project manage the content ecosystem and prepare documents related to that ecosystem. They will also be responsible for sales training (enablement) on how to prove ROI and set customers up for success.
Responsibilities
- Leads complex cross-functional projects, including project calls, work assignment, and management to timeline and outcomes
- Stakeholder management—Leads stakeholder management sessions and keeps various management abreast of potential issues by maintaining open lines of communication
- Creation of project-related process documents
- Assists in training new and existing employees with regard to policies and procedures related to project outcomes
- Green Belt Certified
- PMP Certified
Requirements
- Requires experience in the following tools: HubSpot, Zendesk, Pendo (preferred), and Salesforce
- Marketing background related to content creation and building email campaigns, with awareness of GDPR regulations
- Requires 3–5 years of experience in content creation and project management
- Requires in-depth knowledge of the electronics supply chain industry and experience with SaaS
- Solves complex problems; takes a new perspective using existing solutions
- Works independently; receives minimal guidance
- Acts as a resource for colleagues with less experience
- Represents the level at which career may stabilize for many years or even until retirement
- Contributes to process improvements
- Typically resolves problems using existing solutions
- Provides informal guidance to junior staff
- Works with minimal guidance
Qualifications
Typically requires 5–7 years of related experience with a 4-year degree; or 3 years and an advanced degree; or equivalent work experience.
Benefits
- Medical, Dental, Vision Insurance
- 401k, with Matching Contributions
- Short-Term/Long-Term Disability Insurance
- Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
- Paid Time Off (including sick, holiday, vacation, etc.)
- Tuition Reimbursement
- Growth Opportunities
Pay
Annual Hiring Range: $87,900.00 – $137,500.00. Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.
Schedule
Hybrid if in Colorado: Tuesday, Wednesday, Thursday required office days for Panorama Arrow Building; Monday, Friday—work from home. Fully remote for other locations listed. Must be able to travel to an Arrow office location as requested by Arrow leadership.